As our Senior IT Engineer, you will be responsible for:
- Acting as an escalation point to 1 st and 2 nd line technicians.
- Providing technical Support and ticket resolution for servers and infrastructure across a broad range of customers and technologies.
- Maintaining a high degree of customer service for all IT Support queries and projects.
- Accurately updating /maintaining our ticketing system and striving to exc eed SLAs.
- Responding to enquiries from clients and escalated tickets and effectively resolve any server hardware or software problems.
- Liaising with third party software\hardware providers to expedite prompt resolutions for clients.
- Provide guidance on cybersecurity and IT best practices.
- Effectively managing tickets & task t hrough a PSA .
- Managing Project works efficiently.
- Mentoring and supporting colleagues.
- Providing technical support resource to support team s .
- Maintain accurate technical documentation and asset records.
- Out of Hours work on occasion
Skills / Experience preferred:
- Proven experience in a 2nd/3rd line support role within an MSP.
- Windows Server 2012, 2016 and 2019 installation, operation and troubleshooting
- Configure and manage virtualised environments (Hyper-V, VMware).
- Familiarity with backup solutions, RMM tools, and IT security practices.
- Exchange Online, Microsoft 365 deployment, operation and troubleshooting
- Active Directory and Group Policy Administration
- Microsoft Azure deployment, support and development exposure.
- Networking – Routers/Switches/Firewalls installation, operation and troubleshooting
- Connectivity – Experience specifying and deploying Fibre , MPLS, EFM, vDSL .
- Excellent troubleshooting and communication skills across a variety of disciplines
- Desirable/advantageous Telephony – 3CX,Gamma, Microsoft Business Voice.
Preferred Qualifications:
- HND or BSC / Degree in Computer Science
- Relevant certifications & accreditation -e.g.CompTIA, Microsoft, Azure Fundamentals would be an advantage.
- ITIL v4 certification(or willingness to work towards it)
- Current Driving License and own car required .
